Purpose – The purpose of this paper is to replicate and refine Parasuraman's 36‐item technology readiness index (TRI) across contexts and cultures to enhance its applicability and generalizability for both researchers and practitioners. Design/methodology/approach – Based on psychometric...

Purpose – This paper seeks to examine the relevance of some existing Western motivation and job design theories in explaining employees' service performance, termed service orientation in delivery, in a developing country context. Design/methodology/approach – The satisfaction‐performance...